At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

The Fiber Total Experience Manager (TEM) has a passion for the customer experience at T-Mobile. Takes a leading role in changing the Internet experience for the better by driving culture and execution that represents our customer focus. Develop comprehensive plans for sharing customer insights with business partners to influence change; manage and solve customer pain points and escalations through process improvement; collaborate and communicate with cross-functional partners, stakeholders and leadership to deliver an Un-carrier experience to every customer. This role is ultimately responsible for Fiber planning and preparation for any change that impacts the customer as well as resolving a broad range of customer impacting issues. The TEM is the key role advocating on behalf of the customer experience to HQ, the field and cross-channel partners.

This is a hybrid position required to be working in-office at least 3 days a week.

RESPONSIBILITIES:  

Subject matter expert directly resolving customer escalations; must be available nights and weekends based on customer and business needs

Proactively identify customer experience opportunities, identify the root cause and drive solutions through cross-functional teams and share trends with partners, leadership, HQ and frontline. 

Elevates customer experience metrics by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance

Drive education, awareness, and execution of all frontline tools, C2 documentation, and customer onboarding to frontline through meetings, conference calls, training and store/CC visits

Subject matter expert for new initiative launches on all customer experience considerations before, during, and after launch; continual monitoring of evolving customer experience with course corrections as needed

Develop local Retail, Care, and Engineering partnerships to quickly respond to customer network concerns in order to eliminate pain points and reduce calls, trouble calls, and questions

Also responsible for other Duties/Projects as assigned by business management as needed.

QUALIFICATIONS:

Bachelor's degree or 8 years of work related experience; Advanced degree preferred 

4 years of leadership experience or similar cross-functional program leadership role 

Process management - full industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to frontline employee & customer satisfaction

Customer escalation management experience

Familiarity of business strategy and analytical review

Work cross functionally to engage with many groups and build relationships with Care, TPR, HQ Retail Experience, T-Voice and Engineering

Microsoft Office Proficient in MS Office - specifically Excel, Word, Power Point, Visio

At least 18 years of age

Legally authorized to work in the United States

Base Pay Range: $80,800 - $145,700

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ298521&paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.